Customer Service Specialist
Perks & Benefits:
State: Wisconsin
Country: USA
In Novonesis, we know that solutions rooted in biology can help solve humanity’s biggest challenges. Since we began more than a century ago, this has been our guide. It’s how we've gotten so far. And it’s how we'll impact the future. Now, more than ever, the world needs change. And with biosolutions, the possibilities for transformation are endless.
- Processing both domestic and international orders into the SAP system, review for product availability, pricing accuracy, and proper delivery methods. Follow special customer requirements when applicable, validate completeness and communicate with the customer to confirm orders.
- Notifying and coordinate with CS Supply Coordinator, Sales and/or Shipping to assist in resolution of product supply issues impacting timely deliveries to the customers.
- Processing orders into deliveries for the warehouse/shipping department, within the agreed time frames, work with shipping, freight forwarders, and local/state agencies to secure and complete export documentation.
- Supporting Customer Service Requests (CSRs) through gathering required information from the customer, creating complaint case in SAP, ensuring all pertinent information is provided and is accurate for the Gatekeeper. Book return shipments as needed for complaint processing that involves product returns.
- Providing high level of customer service through phone and email interactions with customers; Troubleshoot issues and propose solutions; take preventative actions to reduce and/or eliminate customer issue; Respond to customers within agreed time frames.
- Using due diligence in running daily reports to ensure on-time delivery is not adversely impacted by customer service errors. Follow double check processes to ensure order entry accuracy to reduce customer service-related errors resulting in customer complaints.
- Creating and maintain customer master data in SAP to ensure accurate and current customer specific information including contact names, emails, incoterms, transit time, and department specific note fields.
- Supporting and Meet department goals and KPIs as determined through annual Performance Dialog process.
- Adhering to Chr. Hansen and Customer Service processes, procedures, and guidelines.
- Performing other ad hoc tasks as requested to support CS Department, Supervisor, and/or Manager.
- High School Diploma or GED.
- 1+ years of Customer Service experience.
- Professional and effective written and verbal communication skills with the ability to ask the pertinent questions to determine customer needs.
- Be comfortable working in a team environment, as well as independently, and possess a strong sense of accountability and urgency in completing assignments
- Ability to multi-task and use two computer monitors at one time.
- Working knowledge of logistics and manufacturing processes within the company.
- Ability to perform calculations and conversions such as money, units, cells, etc.
- Possess a working knowledge in Microsoft Office programs and SAP.
- Ability to read, write and speak English.
Novonesis is committed to creating a diverse environment and is proud to be an equal opportunity and affirmative action employer. All employment decisions are based on business needs without regard to race, color, ethnicity, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, disability, or veteran status.
Learn more about Novonesis, our purpose, and your career opportunities at novonesis.com
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